Bilingual (FR/EN) Inbound Customer Service - Early Collections

MCAP • Toronto, ON

1d • CA$50,000 - CA$60,000 • Onsite

About The Position

MCAP is seeking an energetic, self-driven Collections Specialist to resolve delinquent mortgage accounts and support homeowners through the collections process. This role involves managing early-stage arrears (1–30 days), negotiating repayment solutions, and helping homeowners stay on track. The ideal candidate will be bilingual in French and English, proficient with MS Office, and possess strong decision-making and relationship-building skills. Experience in a call center or customer service environment, particularly in residential mortgage servicing collections, is preferred.

Requirements

• Bilingual in French and English (written and verbal)
• Proficiency with Outlook, MS Word, and Excel
• Strong decision-making and problem-solving skills, with the ability to balance organizational and homeowner needs
• A talent for building and maintaining strong relationships with homeowners and team members
• Agility and comfort working in a dynamic, fast-paced environment

Nice To Haves

• Experience in a call centre or customer service environment
• Collections experience in residential mortgage servicing

Responsibilities

• Resolve delinquent accounts (1–30 days) through collections and/or alternate arrangements
• Work proactively with homeowners to prevent future arrears
• Address homeowner inquiries related to: Lapsed home insurance, Condominium and tax arrears, Shortfalls at payout
• Handle inbound calls and emails to resolve mortgage arrears; occasionally initiate outbound calls on a case-by-case basis
• Evaluate each account by reviewing loan particulars and payment history to determine the appropriate course of action for both MCAP-owned and sub-serviced mortgages
• Negotiate appropriate repayment remedies on a case-by-case basis
• Maintain accurate and organized account records by updating memos, confirming arrangements with homeowners (written and verbal), posting payments, and documenting all workout arrangements to ensure arrears are collected in a timely manner

Benefits

• Competitive total rewards offering
• Career with continuous learning and development (formal & informal training)
• Exciting opportunities in a dynamic, entrepreneurial environment
• Equal opportunities for all applicants
• Fostering an inclusive, accessible environment, where all employees feel valued, respected and supported throughout the recruitment and employment process
• Accommodation will be provided to meet needs

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed